Accidental Damage Coverage Discussion - Worth the added cost?

So I'm configuring my system, and I decide that I do want to get accidental damage repair. I chose the 3 year option and then it prompts me with:

"The Accidental Damage Service must match the number of years selected in Support Service. Please click on the highlighted words to choose matching years of service."

This is pretty upsetting. I have to pay an additional $389 just to have accidental repair? I don't want 24/7 phone service. That is something I would never use. Has anyone gotten this accidental damage repair without the phone support?

 

They go hand in hand.

If you called to get your system repaired due to a drop or fall, they must diagnose the issues you are having over the phone (24/7 phone support) and then decide from there if you need repairs (in home services). You're basically buying entitlement to accidental damage support/repairs, but the 'enhanced support' is the actual warranty.

What I am trying to say: when you buy 1 year enhanced support, the 1 year accidental coverage is an extension to the main warranty - they're not separate warranties. Like an add-on, if you will.

Doubt you can order only one, but you can get a discount.

 

Accidental Damage coverage is like an insurance policy that it handled differently than warranty/tech support. They will help coordinate an accidental damage claim, but if I am not mistaken this is handled by a outside vendor and the handling of that claim is beyond of the direct control of Dell/Alienware. It it kind of like the reverse of when you buy something at Best Buy and then add the Geek Squad coverage. The OEM does not provide that coverage for your product. The third-party (Best Buy) provides it. Your extended warranty covers the product for however many years you pay for. It does not provide any coverage for your covered accidents as defined under the terms of the accidental coverage plan. It makes good sense to me that the duration matches the product warranty.

If you want to purchase accidental damage and theft coverage as a standalone coverage, you can buy that for your Alienware (and other electronics) from Safeware http://www.safeware.com/ and it is an actual insurance policy much like an auto or homeowner's insurance contract.

 

That said, there are very few things that fall under accidental damage that are not already covered under normal damage...

Check if Dell claims the keyboard is waterproof. If so, the only accident realistically left on the list is you dropping it or damaging it during an upgrade (which might not actually be covered under accidental damage).

Basically, as with any Insruance policy, really check what they're offering and covering. "Accident" is a very ambiguous word and leaves a lot of room for interpretation.

 

That's not true. Read the accidental damage policy and product warranty. Neither are ambiguous documents. There are covered "accidents" as well as events that are not covered as defined by each contract. The product warranty covers defects and failures. It does not cover any damage, accidents or mistakes resulting in damage to the product. The only thing that would be ambiguous about either is end-user misinterpretation or failure to read and understand the provisions of the warranty and/or accidental damage coverage. Sometimes (often) Dell/Alienware delivers service and support for things they are not required to. This is at their own discretion and it is not an obligation.

 

The most common cases of additional coverage from an accidental damage policy is damage from drops and liquid spills. The accidental damage coverage will explicitly say those types of situations.

They will also specifically state which situations are NOT covered. For example, intentional damage / misuse, and loss due to theft or misplacement, are typically not covered for laptop extended warranties sold by the laptop OEM.


Sent from my DROID RAZR HD using Tapatalk 2

 

Speaking of loss or theft: why doesn't Alienware offer LoJack for their systems like Dell does for the XPS 15? You'd think Alienware's are just as prone to theft as any other computer, if not, more.

Not that I want it, I'm just curious...

 

I used to have Lojack coverage and I decided not to renew it after 5 years of patronage. The reason is that their guarantee is now kind of weak and does not cover the full value of the laptop like it used to. My original coverage was full replacement and that is no longer offered. This may be why it is not listed as a purchase option on a new Alienware any more. Because their maximum liability is not enough to replace an Alienware that is stolen and not recovered, I view it as being less valuable. The Safeware coverage is much better, although it does not have a "locator" feature. You can actually find free options for that on the web, but Lojack does offer an enhanced level of involvement in recovery effort.

 

That makes sense. I think LoJack only covers up to $1,000 now, and that only covers a single component in Alienware systems, ha.

I think it would be great if Alienware had their own type of LoJack service available, at an additional cost. It would definitely give me peace at mind when I'm at a Starbucks and step away to grab something, or in my school's library and go grab a book.

It could be a profitable venture, if assessed properly.

 

It could be if properly managed. It would be a tall order and a distraction for Dell/Alienware because fraud has become so rampant any more. Even with warranty items dishonesty is a real pain to deal with. Ordinarily honest people that would never steal a dime don't bat an eye when they find an opportunity to defraud a big company for personal gain. Unfortunately, law enforcement treats it like a victimless crime, too. They will seldom arrest or prosecute offenders. I can totally understand Lojack lowering its liability exposure for theft. I suspect many of their alleged theft claims were fraudulent when they offered full replacement coverage.

"Can't afford car payments? Make it disappear... that's why I have car insurance. Hello, ABC Insurance, I need to file a claim."

"Laptop died out of warranty? Dang, somebody stole my computer! Hello, Lojack, I need to file a claim."

Ruins things for everyone.

 

I suppose that's true. But if Alienware only offered GPS for systems to locate them if a theft takes place, that would be swell. You could inform the police and then any damages to the machine should be covered under the traditional warranty, correct? If properly managed, it could work. I suppose the warranty policy would have to be changed to account for damages due to theft, perhaps up to X amount of dollars in damages (replacement components) depending on which system and warranty you purchased.

It would bring a lot of liability to the table, but I imagine it would be quite profitable as well. Such situations are much rarer than the average service request, enabling Alienware to make money on said service.

They could call it, "AlienTrace" or something, LOL. Have a cool sticker to put on the system.

 

The BIOS already has a tracking feature built in. Most new laptops have the tracer module and it works with free software on the internet. It is reliable and many stolen laptops are recovered that way. It is not a GPS or homing beacon that works even with the laptop turned off. That would be a really sweet feature. "ET phone home" ha ha!

 

I am glad I purchased the accidental coverage. I had a mystery event where one of the kids, the house keeper or the wife must have knocked my M18x off its table. The right front grill was broken, the bar across the "eye" snapped. It was a rather obvious defect so pretty hard to ignore.

I was shipped a box and I have returned it to depot. I should have it back early next week.

 

Are the warranties more expensive than they used to be? I remember when I bought an M18x R1 the accidental coverage was bundled with the basic support and it seemed more affordable at that time. Did the accidental coverage use to be done directly by Dell, rather than a separate company?

 

As far as I know it has always been a separate company handling accidental damage insurance.

 

word of advice... never ever... say you were the cause of some thing...never... my only advice for this thread... even with accidental damage coverage you will be very upset.. so never say you were the cause of it..

 

Anyone gotten accidental protection? Stories? (specifically about 17x coverage?)

I have roughly 2 yrs left on the warranty, and I received a new 17 as a replacement 10 days ago.

Haven't set up the computer yet, but I think I might keep it, and I am not sure if I should get accidental coverage...

What should I hope for as a price?

Thanks,
Bob

 

I would not spend the kind of money these systems cost with out it. As I to am getting a replacement system, mine
because I used the complete care had a spill. a lot can happen in 3 or 4 years.

 

I agree... a lot can happen (hell anything can happen!), so you may want to purchase accidental coverage because spending thousands of dollars on something is essentially an investment... protect that investment

 

i have purchased an insurance from a local company.
Basically, all things in my house (and things that i can carry out like Mobile phone or laptop) are insured from any damage, accidental damage and from theft as well.
This insurance is about 100 Pounds/year for 2 persons.

Ask your local insurance company about their rates and options, you may end up spending a lot less money on a far more better insurance...that will cover all things that belongs to you...not only your beloved laptop

 

I have it on my systems and main reason is I have kids...

 

I saw we had more than one discussion going on exactly the same topic, and it is not a model-specific subject. This is now in the main Alienware forum were all members of the community can see it and participate in the discussion.

 

i got accidental on mine as well, my cat has a habit of jumping on my desk. I'm always scared his 17 lb self is gonna knock my computer off.

Id be forced to sell him to china garden to buy a new system, so the warranty is better for both of us.

 

Hahahahaha @ Karma, but isn't china garden a restaurant?

 

I destroy lots of stuff. In the last 10 years, I've broken three smartphones, two harddrives (dropped/fell from desk), a few hundred Euro worth of china (I have a Versace addiction), one monitor and various other stuff.

I've never dropped a notebook though. I'm using it almost entirely as a desktop replacement and it didn't even occur to me to get accidental damage protection. I guess that makes sense for people who carry it around daily.

Why am I getting an Alienware 17 and not a PC, you ask? I'm living in the Philippines where the electricity supply unreliable and sometimes (though rarely) I just have to pack up at a moment's notice and continue my work in an internet cafe.

 

For me i never even considered it but I am pretty anal about what goes on around my electronics. While I do get accidental coverage on things like my smart phones because god only knows what could happen to that thing, I don't go swimming with my laptop or eat over it or anything like that. I might regret it one day but after several laptop purchases all still looking brand new , I don't consider it worth my while as I am careful with them.

This argument could very easily go the other way if you or someone else has had a problem where they spilled a coffee on their laptop or something along those lines though.

 

We have the same reason for getting accidental on our systems. My cat hates all my electronics and tends to flop down on my ipad/laptop/phone whenever I ignore her.

And the internet is horrible too. I walk to work with this huge thing (which I never really mind nowadays) but since my system is pretty mobile, I figured the extra coverage might come in handy.